基于ITIL的服务台管理系统的分析

Analysis of service desk management system based on ITIL

基于ITIL框架,提出了服务台管理系统的总体业务模型,该模型通过运维中心整合监控、管理、服务等内容,建立运维服务机制.围绕问题管理、事件管理、变更管理、配置管理与发布管理等,构造了统一的IT运维管理平台.与一般的服务台管理系统不同的是,该系统对知识库的建立、专家小组的参与等做了全新的阐释,可为中小企业实施IT管理提供参考.

The total business model of service desk management system was proposed based on ITIL frame-work,this model establish the operation and maintenance service mechanism through the operation and maintenance center integrating monitoring,management,service,etc.It constructs unified IT operation and maintenance management platform around the question management,event management,change management,configuration management and distribution management,etc.Compared with a general service management system,the system has give a brand-new interpretation about the building of knowledge base,the expert group＇s participation,and so on,thus provided some reference basis for helping the medium-sized and small enterprises to implement IT management activities.